Customer Service Manager – Retiree Health Services

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $50k - $60k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Alight Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Alight Solutions is a leading cloud-based human capital technology and services provider serving some of the world's largest organizations and over 35 million people and dependents. The company focuses on transforming lives and organizations by enhancing health, financial, and work wellbeing. Alight offers a wide range of services, including customer care, technology roles, consulting, application services, and business support, with opportunities for virtual or work-from-home positions. The company emphasizes corporate social responsibility and providing a positive impact on clients, colleagues, and communities.

📋 Description

• Lead a team of inbound and outbound call center agents supporting Medicare-eligible retirees • Drive daily, weekly, and monthly management routines and business results • Ensure the team meets or exceeds key performance metrics • Manage appointment confirmations, courtesy calls, web chat, and email activities • Manage inbound call operations focused on efficiency, referrals, accuracy, compliance, and quality • Monitor Customer Service Associate performance against objectives and goals • Address positive and negative performance issues promptly • Drive accountability and immediate performance improvement • Achieve individual and team targets through coaching, planning, and motivation • Ensure accountability for operational metrics and key performance indicators • Ensure smooth service center operations • Handle and supervise customer complaints and escalations related to Retiree Health Solutions delivery • Partner with Alight teams on CSA skill maintenance, schedule accuracy, process compliance, and stable operational delivery

🎯 Requirements

• Ability to multitask • Excellent computer skills and desktop navigation • Calm and professional demeanor in a fast-paced business environment • Excellent written and verbal communication, customer service, and rapport-building skills • Aptitude for understanding insurance details or complex information • Medicare knowledge is a plus • Initiative and good problem-solving skills • 2+ years of supervisory or team lead experience • High proficiency in leading agents to overcome objections, engage customers in conversations, and schedule appointments • Ability to effectively change agent behavior and drive improved and sustained results • Successful completion of a background check if offered employment • Work authorization in the Employing Country without current or future visa sponsorship requirement

🏖️ Benefits

• Health, dental and vision coverages starting Day One • Wellbeing programs • Retirement plans with contribution matching • Generous time off • Parental leave • Continuing education • Career growth opportunities • Flexible working arrangements wherever possible • Competitive total rewards package • Continuing education and training • Potential bonus and/or incentive eligibility determined by role and level • Comprehensive benefits package